Help Desk Field Technician

Position Type: Administration Date Posted: 10/8/2024 Location: District Office Date Available: Until Filled Closing Date: Until Filled Tejano Center for Community Concerns Raul Yzaguirre School for Success Help Desk Field Tecnician Job Description Job Title: Help Desk Field Technician Wage/Hour Status: Non-exempt Reports To: IT Supervisor Division/Campus: Technology Services Date Revised: 03/11/2024. Primary Purpose: The Help Desk Field Technician's role is to ensure proper computer operation so that end users may accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user support requests. Problem resolution may involve the use of diagnostic and support request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Qualifications: Education/Certification: High school diploma or equivalent; Associate degree in computer science or related field preferred Experience: Prior experience in technical support or a related field is beneficial. Equivalent combination of education and experience may be considered. Skills and Abilities: Strong problem-solving skills Excellent communication and interpersonal abilities Basic understanding of computer hardware and software Familiarity with common operating systems (Windows, macOS) Ability to learn new technologies quickly. Customer service orientation Major Responsibilities and Duties: Field incoming support requests from remote sites courteously. Document end user identification and problem details. Build rapport and elicit problem details from customers. Troubleshoot issues before escalating. Record and document problem-solving process. Access online resources for problem resolution. Learn software and hardware used by the organization. Perform desktop-level fixes (software/hardware). Test fixes to ensure resolution. Follow up on help requests. Analyze resolutions to prevent future issues. Develop help sheets and FAQs. Provide telephone equipment support. Test and recommend equipment/software. Maintain IT inventory records. Set up conference equipment. Compile and maintain documentation. Stay updated on IT advancements. Perform assigned duties. Supervisory Responsibilities: None Equipment Used: Desktop computer, facsimile machine, copy machine, laptop computer, tablets, etc. Working Conditions: Prolonged computer uses with repetitive motion. Physical tasks such as bending, lifting (up to 50 lbs.), driving. Interface with personnel Occasional irregular hours Onsite support Terms of Employment: Salary and work year determined by Tejano Center for Community Concerns (TCCC)/ Raul Yzaguirre Schools for Success (RYSS) Board of Trustees Evaluation: Performance of this job will be evaluated annually by the IT Supervisor. Additional Notes: This position closely collaborates with Tejano Center for Community Concerns (TCCC)/ Raul Yzaguirre Schools for Success (RYSS)'s contracted IT partner and provides desktop and application support to staff, teachers, leaders, and external partners. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware, software, and related systems. The position offers opportunities for career growth and development within the IT department, along with regular training and mentorship. Applicants with enthusiasm for technology and a passion for helping others are encouraged to apply.